Rahul Racharla
Hyderabad
Summary
Experienced software engineer with 3.3 years at Zensar Technologies, focusing on ServiceNow ITSM and SLA management. Achievements include enhancing service efficiency and client satisfaction via effective incident resolution and root cause analysis. Expertise in AWS and collaboration, contributing to successful technical project outcomes.
Overview
3
3
years of professional experience
Work History
Software Engineer
Zensar Technologies
09.2023 - 09.2024
- Managed incidents, requests, and change tickets within ServiceNow ITSM processes for healthcare applications, ensuring timely resolutions that met service standards.
- Monitored SLA compliance and documented root causes to coordinate resolution efforts between internal and client teams, driving effective communication.
- Generated weekly reports and supported catalog and access management, contributing to improved service efficiency and client satisfaction.
- Skills used: ServiceNow ITSM (Incident, Request, Change Management), SLA Management & Escalation Handling.
Software Engineer
Zensar Technologies
07.2022 - 08.2023
- Enrolled devices and resolved user queries while building and deploying client-specific apps on AWS EC2 instances.
- Managed user issue mailers and incidents for Cisco apps like AnyConnect, Box, and Cisco config, ensuring timely user query resolution.
- Trained on mobile device management for Cisco Meraki system, facilitating efficient device onboarding and support.
- Skills used: Mobile Device Management, Service Now ITSM, AWS-Cloud.
Jr. Software Engineer
Zensar Technologies
01.2022 - 07.2022
- Conducted JUnit testing, achieving 80% project test coverage while supporting frontend and backend development for Cisco Config project..
- Collaborated on Cisco Config frontend and testing group, utilizing DevOps tools like Jenkins and Docker to facilitate efficient deployment.
- Completed training in JUnit testing, Angular, and Spring Boot to enhance software development skills.
- Skills used: Angular, Spring boot, JUnit Testing, AWS, DevOps - Jenkins, Docker, Heroku.
Trainee
Revature
07.2021 - 12.2021
- Gained hands-on experience in software development by utilizing tools in Angular, Spring Boot, JUnit, AWS, and DevOps technologies like Jenkins, Docker, and Heroku.
- Collaborated on training projects within Revature Pro, focusing on frontend development and conducting JUnit testing for Cisco applications to ensure software quality.
- Participated in internship program, gaining practical experience in software development and testing methodologies.
Education
Bachelor of Technology - Information Technology
Chaithanya Bharati Institute of Technology
Hyderabad, India06-2021
Skills
- ServiceNow ITSM expertise
- Incident and request management
- SLA tracking and compliance
- Change management processes
- Ticket monitoring and resolution
- Root cause analysis techniques
- Article creation and documentation
- Reporting and analytics
- Escalation handling strategies
- Cisco MDM proficiency
- User access management systems
- Catalog and policy updates
Hobbies and Interests
- Listening Music
- Singing
- Reading books
Publications
Non-Contact Pulse Detector using Video Analytics, https://www.ijitee.org/wp-content/uploads/papers/v9i5/D2051029420.pdf, Python AI & ML project in graduation
Timeline
Software Engineer
Zensar Technologies
09.2023 - 09.2024
Software Engineer
Zensar Technologies
07.2022 - 08.2023
Jr. Software Engineer
Zensar Technologies
01.2022 - 07.2022
Trainee
Revature
07.2021 - 12.2021
Bachelor of Technology - Information Technology
Chaithanya Bharati Institute of Technology